Create a case from the Consumer Service Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As a user with the consumer role, you can create cases from the Consumer Service Portal.

    Before you begin

    Role required: sn_customerservice.consumer

    About this task

    Creating a case logs your issue with the support team so an agent can track and resolve it. You can create a case for a specific product or order, and attach supporting files to help the agent understand the issue.

    Procedure

    1. Log in to the Consumer Service Portal.
    2. Select Get Help in the portal header.
    3. Choose between Get Product Help and Get Order Help.
    4. Enter or search for a customer.
    5. Enter a product or an order depending on what you selected above.
    6. Enter a brief description in the Subject field.
      Note:
      When you start entering the subject, the application searches for the relevant content in the knowledge bases configured for the portal and is displayed in the Related Content list.
    7. Add a description in the Description field and add any attachment.
      Note:
      Currently, the Save as Draft option isn't optimized for Customer Service Management, and it’s inactive by default.
    8. Select Submit.

    Result

    The new case is created and added to the Cases list. To view the case, select the link in the case creation message or select Cases in the portal header, and then select the case number.